Q:
We’ve been receiving complaints from residents and families about slow call light response times. What are some simple interventions we can put in place to improve this?
A:
A few practical steps can make a big difference:
- Acknowledge quickly: If you can’t meet the request right away, go to the room, let the resident know you’ve seen their call light, and give an estimated response timeframe.
- Team approach: Encourage all staff—not just nursing—to answer call lights, even if it’s just to acknowledge and relay the request.
- Proactive rounding: Purposeful rounding every 1–2 hours (addressing pain, toileting, and personal needs) reduces unnecessary call light use. Train staff to ask the question before leaving the room “Is there anything I can do for you?” —which studies have shown actually saves staff time in the long run.
- Clear staff assignments: Make sure everyone knows who covers which rooms, especially during breaks and shift changes.
- Shift change: nursing assistants perform walking rounds during shift change to identify immediate needs.
- Monitor patterns: Track call light response times and discuss issues during daily stand-up meetings or QAPI reviews.
- Routine maintenance: ensure the call light is functioning and audible/visible.
- Resident/family communication: Reassure residents and families that their concerns are heard, and share the steps being taken to improve responsiveness. Encourage feedback during resident council meetings.
Next steps: Contact Proactive for information on partnering to enhance quality through QAPI program improvement, a mock survey visit, and staff education
Written By:
Angie Hamer, RN, RAC-CT
Senior Consultant
Proactive LTC Consulting
Was this article helpful? Access weekly insights when you sign up for our weekly newsletter!